How we can calculate the engineer's productivity

[Jyoti Malhotra]

Hi Team,

How we can calculate the engineer's productivity on incident ticket.

In below screen shot User ITIL worked from 11:52:43 to 11:58:05. 

I want to calculate the all engineers productivity on ticket.

Thanks

JM

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

[Jyoti Malhotra]

Hi Atul,

I have tried with that 'end' value. but still after assign ticket to second engineer. First Engineer end time field showing 'empty'.  

if we try to get previous value and then check that value metric table and update it .if it is empty then it create new...

Thanks

JM

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

That is the reason I am saying, that from OOTB Metrics you can get the start and end time. Create a DB view of metric and incident table, and then create a report and group by User name. That is more easy and quick. 

[Jyoti Malhotra]

Hi Atul,

From OOTB Metrics i took start and end time. Now I'm trying to create report using 'metric_instance' table and i'm not able to analyse why the timings are showing correct for few tickets but not for all... 

Thanks

JM

[Dr Atul G- LNG]

Hi @Jyoti Malhotra 

The screenshot saying all correct timing, where you finding the gaps? Better to test, create a new Incident, assigned to multiple users after gap of 2-3 mins and then check the metric.